How to Implement a Ticket Triaging System with AI

Customer queries are the bane of most customer support teams, not because they don't like dealing with them, but because they don't have a proper process in place that lets them handle excessive ticket volumes easily and effectively. When a support ticket drops into a queue, or an agent receives an email with a customer issue, the ticket or email might pass through three different agents before finally landing in the correct hands to deal with the issue – leading to bottlenecks and bad customer experiences. Bugs, forgotten passwords, system errors, integration queries… There are so many different issues that agents have to deal with, so that the customer remains happy and the company retains them. And while customer support endeavors to respond to queries as quickly as possible, it's difficult when faced with huge volumes of tickets. On top of that, more and more customers expect immediate responses – 64% of consumers and 80% of business buyers said they expect companies to respond to and interact with them in real time. Deciding how to tackle customer requests, which to tackle first, and making sure tickets are sent to the right person – or team that's best equipped to deal with the query – are processes that need to run as smoothly as possible, so that organizations can score high on the customer satisfaction scale.